Sneaker Help & FAQs

Contact us as soon as possible. We will try to help, but we cannot guarantee an order change or cancellation once processing, fulfilment or dispatch has begun.

Email support@yiodesigner.uk or use our Contact page and include your YIO order number.

Your order number should appear in the order confirmation sent after checkout. Include it whenever you contact us about an existing order so we can identify the correct purchase quickly.

The payment methods currently available to your order are displayed during checkout. Availability can depend on the checkout configuration, location and payment provider.

If we cannot supply an ordered item, we will contact you where appropriate and arrange the relevant next step, including a refund where the order cannot be fulfilled.

Qualifying UK orders of £45 or more receive free Standard Delivery. UK Next Day Delivery costs £12 and Saturday Delivery costs £18 where those services are offered for eligible UK-stock items.

See the Shipping Policy for the current conditions.

No. The £12 Next Day Delivery option is a UK service and applies only to eligible UK-stock items where it is offered at checkout.

Yes. Saturday Delivery costs £18 and is available only for eligible UK-stock orders where the service is offered at checkout.

Yes. We deliver to supported destinations outside the UK. Standard international shipping is £15 per order where available, including supported destinations across Europe and other international markets.

Available destinations, delivery methods and final shipping charges are shown at checkout.

We fulfil most orders from UK stock. If a selected item is not currently available in our UK warehouse, it may be fulfilled from our overseas warehouse. Delivery options and timing can therefore depend on product availability and destination.

Where tracking is available, we send tracking information after dispatch. Courier systems can take a little time to register the parcel and display the first update.

For orders delivered outside the United Kingdom, local customs duties, import VAT, taxes or handling charges may apply depending on the destination. Unless expressly stated as included at checkout, these charges are the customer's responsibility.

If tracking has not updated for an extended period or the parcel has not arrived within the expected timeframe, contact us with your YIO order number. We can review the available shipment information and, where appropriate, contact the delivery partner.

Contact us as soon as possible if you notice an address error. We will try to help, but an address change cannot be guaranteed once processing or dispatch has begun.

Use model-specific sizing information on the product page as your primary reference where it is available. You can also compare measurements and general UK, US and EU conversions in our Sneaker Size & Fit Guide.

No. Trainer and sneaker sizing can vary between brands and individual models, so there is no single UK-to-US or UK-to-EU conversion that applies perfectly to every pair.

Check the product page first for model-specific guidance. If you are still unsure, measure both feet, use the larger measurement and contact us with the trainer or sneaker model and your usual UK size.

Yes. Email support@yiodesigner.uk or contact us on WhatsApp with the trainer or sneaker model and your usual UK size. We will use the sizing information available for that product and brand to help you make a more informed choice.

For eligible online purchases, you can notify YIODesigner within 14 days of receiving the goods that you wish to cancel. After notifying us, you should normally send the goods back within a further 14 days.

Read the Return & Refund Policy for the complete conditions and process.

Yes, where the return is eligible and the applicable cancellation requirements are met. For ordinary change-of-mind or incorrect-size returns, the customer is normally responsible for return postage.

You may reasonably inspect and try on an item in a way similar to how you would examine it in a shop. We strongly recommend trying footwear on indoors on a clean surface. Handling beyond what is reasonably necessary may reduce the refund where permitted by law if it reduces the item's value.

Please return the item with its original packaging, supplied accessories and labels where reasonably possible. Missing packaging does not automatically remove statutory rights, but excessive handling or customer-caused damage may affect the refund where permitted by law.

Contact us as soon as possible with your YIO order number, a description of the issue and clear photographs where relevant. For obvious delivery issues, we ask that you contact us within 48 hours where possible so we can investigate promptly. This request does not affect your statutory rights.

For ordinary change-of-mind or wrong-size returns, the customer is normally responsible for return postage where applicable. If goods are faulty, incorrect or not as described and applicable law requires us to meet the return cost, YIODesigner will provide the appropriate instructions.

Where a refund is due, it is issued to the original payment method in accordance with applicable consumer law. After YIODesigner issues the refund, your bank, card issuer or payment provider may take approximately 5–10 business days to display it in your account.

Where the statutory right to cancel applies, the cost of our standard delivery service is refunded where required by law. If you chose a more expensive service such as Next Day or Saturday Delivery, the additional amount above standard delivery does not generally have to be refunded.

Contact us to ask about the available options. Where a direct exchange is unavailable, you may need to return the original item and place a new order. Size and product availability cannot be guaranteed while a return is in transit.

Each order is checked before dispatch for item condition and order accuracy. The check is intended to confirm that the item is in suitable dispatch condition and that the order details match before it is sent.

Use the individual product page as the primary source for the sizes, colour, material or model-specific information that is available for that pair. If a detail is unclear, contact support before ordering.

The safest cleaning method depends on the material. Leather, suede, mesh, technical fabric and patent finishes should not all be treated the same way. Use our Sneaker Care Guide for material-specific cleaning and drying guidance.

Do not machine-wash a pair unless the manufacturer or product-specific guidance clearly says that method is suitable. Machine washing, soaking and direct heat can damage some materials, adhesives, finishes or shape.

Email support@yiodesigner.uk, use the Contact YIODesigner page, or message us on WhatsApp at +44 7417 393 908.

Support hours are Monday to Friday, 09:00–17:30 UK time. Our normal response target is within one working day.

Include your YIO order number and the email address used at checkout. If the enquiry concerns a damaged or incorrect item, add a clear description and photographs where relevant.

Tell us the trainer or sneaker model you are considering and your usual UK size. If you have measured your feet, include that information too.